OnTrac

On 08/25, I have a follow up conversation with the consumer [redacted]. She...

did advise me that her reimbursement for her damage gate was taken care of. I provided her my contact information and advised if any further issue should arise, I would be her point of contact. The customer was content with the resolution.

I spoke with the consumer on 12/14/2016. He confirmed that his package was received. I apologized to the customer for the package being late. This issue has been resolved as of 12/12/2016.0

Hello,
My apologies for this incident, as well as the lack of a timely response. Please have the complainant contact me directly at ds[redacted][email protected], so that I can assist them in filing a claim form for reimbursement for...

the damages caused.
Regards,
Deborah S[redacted]

Our sincere apologies for this failure of service. I would like to further investigate, but in order to do so will need the shipment tracking number. If that can be provided, I can perhaps find an acceptable resolution to this unfortunate...

situation. 
Regards,
Deborah

I sent a follow e-mail to the consumer advising that her situation has been escalated to the appropriate person. In addition, I sent an e-mail to the Ontrac representative on 9/11 and will be following up with them on  09/12 regarding this matter, until the consumer issue has been resoled.

An e-mail was sent to the consumer advising I would be the point of contact. I also escalated the consumers issues further.

Spoke with consumer on 10/07/16 via the telephone. Advise that pkg should be delivered today or possible weekend delivery. My contact information has been provided via e-mail.

Although the company did send an...

apology and a phone number to call should any future problems arise, the company did not address the deceptive practices they engage the consumer in on their "tracking" page.  They also did not offer an explanation for why the shipment was "out for delivery" on five separate occasions, nor explain why they told the [redacted] representative that they would deliver the package the next day and did not.  The delivery was neither reliable nor timely.

Ontrac has the worst delivery service. We have home cameras all around our house. Besides that I had family at our house the exact time Ontrac said their driver delivered the package. Driver put FD for delivery. Looked all over the house, including the Front Door and looked on the video from the cameras. Ontrac never even came to our driveway, nor did the drive up our 50ft driveway. They have done this several times and each time they say the same thing, that it was delivered. I call and complain and not all the time but sometimes they show up. BEWARE of their scamming delivery drivers and he prepared to be on hold for at least 45 minutes to get to a representative.

I cannot believe Revdex.com high rating of this company which leads me to mistrust ANY of Revdex.com ratings. This company routinely lies on it tracking website. It claims packages have been delivered when they have not. Sometimes your package will show up 2 days AFTER they claim it has been delivered, and sometimes not at all. This has been especially egregious since [redacted] started using them and it has made me think twice about giving all my business to [redacted]. You cannot trust this company.

EVERY delivery from them (via Amazon) is always, and I mean always!, late. They always ignore my delivery instructions which include having the door code in my account information (address info). EVERY time they say: UNDELIVERABLE - NEED GATE CODE.

They're clearly avoiding delivery of same day and next day items from Amazon if you live in a gated community or condo. They just pass on it because it takes them too long. They don't even call or contact you. If they had attempted the code it would ring my phone, my phone records the last 100 numbers which call me, and I would see that they had attempted even if I didn't hear the phone ring. I am always home! They just don't try on the original delivery attempt.

On Trac keeps ringing my door bell for packages that don't belong to me. They alway give me a false excuse, saying they tried to ring neighbors bell but accidentally pressed mine. This has been going on for couple of years and I need it to f'ing stop!!!

REI contracted with On Trac to deliver packages to me. On Trac's tracking site and service representative confirmed that the package had been delivered to my front door. It was never delivered. In fact, their was no way the package could have traveled the 300 miles to my doorstep from On Trac's original departure point in three hours. We do not even have air service to where I live. While I don;t mind later delivery dates, I expect honesty and clarity in this digital age. Too bad for On Trac. I will specifically request future orders do not include On Trac as a shipper.

These guys don't pick up at their drop boxes at the correct time, they never make it to a scheduled pickup at my location and they seriously have issues delivering on time. The only way to get a refund on a shipment is to send them a letter in writing asking for the refund on shipment.

The drivers NEVER attempt to drop off packages to my location and goes straight to the office and has someone else sign for it.

How is there no competition to this crappy business who cant seem to do what they claim which is deliver packages on time.

I logged into OnTrac website to track my package and it said it was delivered to my front door on December 5 at 8:58AM. I NEVER received my package. I was home all day and there were two cars park in the driveway. Why didn't the driver knock on the door instead of supposedly placing at the front door??? I emailed customer service 5 times and they said it was left at the front door - nothing else. I called three times and they said it was delivered. I explained to them that it is not possible, how I'm paying for my items yet still have not received it. The person on the phone said the driver will go back and see if he can remember where he left the package - but he never came. I called again and a customer service claimed that he came and nobody was home, which is RIDICULOUS!!! What a great way to celebrate the Christmas when my item is not even here. And now, somebody from customer service emailed me and said it was resolved. How is this resolved if I never got my package? OnTrac company is a joke! Not professional at all and now I'm stuck with paying for some items I did not received because the driver did NOT delivered!

I am expressing my dismay with OnTrac because I have had nothing but incredibly terrible service from them. Most recently, they claimed they could not deliver my package because snow was blocking our road. I find this incredible because I was able to drive my 1984 Toyota van with rear wheel drive in and out without any trouble.

Several times in the past, OnTrac has failed to leave perishable packages (even though I called to request them to leave them at the door when nobody can sign for the package). The shipper even said that they had not required a signature. So, the perishable beneficial insects (for our organic greenhouse) died because we were not able to miss work and drive the 130 mile roundtrip to pick them up.

I want to let any business know that if they are using OnTrac, I will not make a purchase from them.

So, for the sake of good business, please choose another shipper besides OnTrac. Even a hipster riding a donkey and stopping for at Starbucks for a triple latte would be faster and more dependable than OnTrac.

Hello,Based on the complaint received by the customer, I have addressed the concerns with the local delivery facility.  The customer has had delayed deliveries as a result of the delivery driver reporting that a gate code or access code is needed to deliver the shipments.  The...

customer has provided us with the universal gate code for access to his residential neighborhood.   To address these concerns, we have reviewed the delivery requirements for this delivery address with the delivery driver, his Supervisor and the local leadership team.  Management from the local delivery facility has confirmed that they will provide a copy of the written authorization letter from the receiver to the delivery driver to ensure that deliveries are not delayed moving forward. In addition, we have updated our database with the access instructions so that the delivery driver will have this information for all future deliveries.  I have contacted [redacted] directly to apologize for our less than staller performance regarding the delayed delivery of his recent shipment and assured him that we are addressing his concerns.  Additionally, I have provided [redacted] with my personal contact information so that if there are any future issues or concerns, he can contact me directly for immediate assistance.Best Regards,[redacted]Customer Care Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
I don't have Deborah's contact information to recover my loss. 

Regards,

Hello,
 
Unfortunately, I have not received any voicemails from the complainant on my work phone. Please do provide her with my cell: 6[redacted], or my email: d[redacted], as I would like to get more information so that I can further investigate these issues.
 
Regards,

I sent an email on 06/14/16 to the consumer at: [redacted] providing my contact information and advised that I would assist them regarding this matter. The original complaint was filed on 10/27/15.  The consumer was concerned with his customer experience.